Royal Service Agent, Full Time
 

Do great things with great people and come be a part of our story.

Make something incredible. Your future.

This is an exciting opportunity to join the team at Fairmont Pacific Rim. Be a part of a progressive hotel that embraces the culture and vibrancy of Canada’s most beautiful city - Vancouver. Distinctly West Coast, the hotel delivers unique experiences through creativity, artistry, and elevated hospitality, while remaining at the forefront of elevating the art, music and fashion programming in the city.

First impressions are everything! As a Royal Service Agent, you will take care of the guests from the moment of first contact with the hotel through to their departure by ensuring they have a memorable & seamless experience with us.

Summary of Responsibilities:
Reporting to the Front Office Manager, responsibilities and essential job functions include but are not limited to the following:

• Provide professional, friendly and engaging Five Star Service.
• Consistently deliver gracious, thoughtful and personalized service in every interaction.
• Maintain accurate records of daily transactions
• Handle guest requests effectively and promptly
• Cash handling, which includes currency exchange and balancing a float
• Process all external and internal calls either by redirecting calls or assisting the caller
• Take ownership of the caller’s request and ensure follow up according to the hotel’s standards
• Maintain and monitor the “Royal Service” software system
• Have working knowledge of all departments, in particular Housekeeping, Front Desk, Reservations, Guest Services, Engineering and Concierge
• Maintain an excellent working rapport with all departments in the hotel
• Complete reservation checks and audits on a daily basis
• Actively participate in the Fairmont Pacific Rim’s environmental program and department specific initiatives in working towards sustainable operations.
• To be Health & Safety conscious and actively involved in maintaining a safe work environment.
• Complies with Accor policies, procedures and code of ethics
• Have full knowledge of the hotel’s emergency procedures, as being  the First responder to the emergency
• Performs any and all other tasks which are assigned by management.
• Coverage of overnight shifts and duties as assigned

Qualifications:

• Proficient in the English language (verbal & written), second language is an asset
• Must be able to handle a multitude of tasks in an intense, ever-changing environment
• Ability to focus attention on guest needs, remaining calm and courteous at all times
• Previous customer related experience an asset
• Previous PMS experience an asset
• Computer literate in Microsoft Window applications an asset
• Must be able to type 25 words per minute
• Must possess a professional presentation
• Strong interpersonal and problem solving abilities
• Highly responsible & reliable
• Ability to work well under pressure in a fast paced environment
• Ability to work cohesively with fellow colleagues as part of a team
• Hospitality Diploma is an asset
• Must be flexible in terms of working hours
• Must have the ability to handle cash effectively and accurately

Physical aspects of the position include but are not limited to the following: 

• Frequent standing and walking throughout shift
• Occasional kneeling, pushing, pulling, lifting
• Occasional ascending or descending ladders, stairs and ramps

 Visa Requirements: Must be legally eligible to work in Canada. The hotel is unable to assist candidates in obtaining Canadian work authorization.
 
Our commitment to Diversity & Inclusion:
We are an inclusive company and our ambition is to attract, recruit and promote diverse talent.

Why work for Accor?
We are far more than a worldwide leader. We welcome you as you are and you can find a job and brand that matches your personality. We support you to grow and learn every day, making sure that work brings purpose to your life, so that during your journey with us, you can continue to explore Accor’s limitless possibilities.
By joining Accor, every chapter of your story is yours to write and together we can imagine tomorrow's hospitality. Discover the life that awaits you at Accor, visit  https://careers.accor.com/

Do what you love, care for the world, dare to challenge the status quo! #BELIMITLESS